Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
November 2025
For digital leaders driving transformation across sectors, your websites are not only gateways for users, but also reflect you as an organisation and that includes your commitment to environmental responsibility. Faster websites aren’t resource‑hungry “gas guzzlers”, they’re optimised, efficient digital experiences that benefit users, business […]
July 2025
What if the most transformative workplace innovation wasn’t just about efficiency, but inclusion? Over a five-month pilot of Microsoft Copilot for M365 across a major UK government department, we tracked how 300 users adapted to the AI-powered platform. Twelve percent of these users identified as […]
July 2025
I had the opportunity to attend Medway Council’s Connect Day in May 2025, and the digital team showcased a transformative journey in public service delivery, one that moved from the chaos of sticky notes and scattered, outdated systems to streamlined, scalable digital services using Jadu […]
June 2025
Our recent webinar on ‘The cost of getting customer experience wrong’, brought together industry experts to discuss the critical challenges facing organisations in their quest to deliver exceptional customer experiences. The panel highlighted some stark findings from our recent report, Know me or lose me, which revealed […]
June 2025
Over the past few years, I’ve had many conversations with friends and acquaintances spanning a wide range of industries, including the civil service, agencies, consultancies, and the private sector. Throughout these conversations, the topic of AI has come up time and time again, with work […]
May 2025
The need for inclusive design is more pressing than ever in financial services. Customers expect quality. The regular expects us to evidence it. To build a truly inclusive service and grow customer loyalty, financial organisations must adopt human-centred design, as outlined in the products and […]
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